Thanks for reaching out. Would I be correct in saying that you're wanting to send customers emails when their subscriptions fail to renew properly - giving them a chance to update their payment details?

If so - we do support the ability to email reminders to customers, as well as automatically re-attempt their payments, on a customisable schedule. This is available as part of our subscription dunning functionality, which is found on the "advanced" settings page in the administration, and also some documentation on the different options available on our wiki here.

Thanks for clarifying. We don't currently send emails to customers for payment errors when they're on the checkout. In that instance, the customer is redirected back to the checkout and they see the error straight away, allowing them to make changes and try again.

If you specifically wanted to send customers emails on errors though - that could be possible, but would require some custom development, with a script on your side to handle sending the email, and triggering it from the checkout if you detect a payment error.

@fc_adam I think if payment errors on checkout are caught there and not allowed to go through, we don't need an email to be sent

Going back to subscription failures, I had a read of that wiki page and do I understand correctly if I think 'Failed Transactions Reattempt Schedule' is the one I need to fill in the advanced settings so a customer receives an email?

You're close, but you'll want to use "reminder email schedule:". This actually sends the emails. The "failed transactions reattempt schedule" retries the charge on the set schedule, but doesn't send emails. The reminder email schedule will send an email x number of days from the date of the first failure. So, if you wanted your customer to be reminded initially, then every 5 days, you'd set a value of "1,6,11" and so forth. Does that make sense?

If you were to use these two things combined, the emails would stop sending once the subscription is in a paid up or successfully charged state.